FLR(M) applications and non information for applicants waiting more than fourteen weeks

Tim Rudd made this Freedom of Information request to UK Border Agency

The request was partially successful.

From: Tim Rudd

24 January 2009

Dear Sir or Madam,

Why can people not get useful information or feedback from UK BA on
applications for FLR(m)visa applications after they have taken more
than 14 weeks. Phone operatives tell us that they cannot speak to
the case workers or pass on information about if there is a
problem, where the application form is in the obvious backlog or
how long the process may take.

Why do operatives state repeatedly that 'you just have to wait',
when a service which has been paid for over three months ago and
can be completed in person in a couple of hours, is taking so long
without any opportunity to gain further information.

Why are the other sources dealing with such issues, such as the
complaints department and those dealing with requests for passport
returns as travel is necessary and imminent, fail to respond to
enquiries by fax.

Other than writing to the 'Managed Migration' team in Croydon, who
have also previously failed to respond to or even acknowledge
enquiries are there no mechanisms for gathering information. Why is
the process so closed, with clearly no detailed tracking process or
reasonable level of customer care.

Is there useful information you can give on these issues and advice
for those people waiting for more than 14 weeks without any
rational or reasonable explanation or information, a to how they
might get the information they need to help them lead a normal life
whilst they are just told to 'wait' and that they have no right to
request information. And do they UK BA have a responsibility to
provide a reasonable level of service that individuals can refer to
when they feel aggrieved, which will actually be responded to, when
inaction has such significant implications for the ability of
people to lead a normal life.

Yours faithfully,
Dr. Tim Rudd
07729 806 506

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David Reeves left an annotation (31 January 2009)

Quote-marks Hear hear, it is despicable

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From: Tim Rudd

24 February 2009

Dear Sir or Madam,

Unsurprisingly given the shrouded, closed and unresponsive nature
of your service to date, it is no surprise that you have also
failed to respond to my request under FoI. I fully intend to make
sure the public are aware of how pooor this service is and I
beleive it could and should be improved so it does not continue to
impact negatively on people's lives.

Yours sincerely,

Tim Rudd

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From: Freedom Of Information Team ( IND )
UK Border Agency

2 March 2009

Dear Tim Rudd,

I apologise for the delay in responding to your initial correspondence.
However, requests for information made under the Act should be for
specific or held information rather than addressing open or opinion
based questions.

The concerns you have raised rightly need to be addressed; however, I
feel it is more appropriate that you raise your grievance regarding
service standards and customer service through the complaints unit. If
you are complaining about a specific case, you should provide the case
reference.

I have enclosed the contact details for the complaints team for your
reference.

[email address]

London and South East Region Customer Service Unit, PO Box 1863 Croydon
CR9 3UF

Yours sincerely,

Mr Feakins,
Freedom of Information Team

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From: Tim Rudd

2 March 2009

Dear Freedom Of Information Team ( IND ),

Thank you for the response. Ironically it hits right at the heart
of the problem. The address supplied is one of the various sources
or contacts provided previously from which I received no responses.

In terms of asking for specific or held information, I wonder if
you could relay exactly how many postal aplications for FLR(m) visa
applications are processed within 4 weeks and 14 weeks over the
last six months. Is it as your website suggests, 70% and 90%
respectively. What are the reasons for delay beyond 14 weeks, given
that the form can be processed in person within the day if the
higher fee is paid.
Finally, are there plans to deelopa specific tracking system which
sugest how long an application may take?

Yours sincerely,

Tim Rudd

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From: Freedom Of Information Team ( IND )
UK Border Agency

4 March 2009

Dear Tim Rudd

Thank you for your recent e-mail concerning the above matter. Your
request is being dealt with under the terms of the Freedom of
Information Act 2000 and we will respond shortly.

Kind Regards

UKBA
FOI Team

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From: Freedom Of Information Team ( IND )
UK Border Agency

31 March 2009

Dear Tim Rudd,

Unfortunately it has not been possible to provide you with a response to
your below request within 20 working days for which I apologise.
However, I hope to send you a full response shortly.

Yours sincerely,

Mr P Feakins,
Freedom of Information Team

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From: Freedom Of Information Team ( IND )
UK Border Agency

2 June 2009


Attachment Response 11348.doc
154K Download View as HTML


Dear Tim Rudd,

Please find attached the response to your below request. I apologise for
the delay in responding to your request.

Yours sincerely,

Mr Feakins,
Freedom of Information Team

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Pru Engel left an annotation (16 September 2009)

Quote-marks I am also dealing with this frustration to do with the lack of tracking information available for FLR(M) applications - I would be interested if either of you, Tim or David, has received any headway with this matter?

Pru (I have an FLR(M) application reaching the 12 week mark)

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